Hello, I bought a hexnet on January 27th 2024 for one of my technicians in my shop, today it is not detected by all our laptops,even though it lights up, which makes me think it may have failed, does this qualify for a warranty repair
Resolved Hex net lights up but not detected by PC
- Thread starter Fredrick Awuor
- Start date
Resolved
- Joined
- Apr 13, 2015
- Messages
- 3,011
- Reaction score
- 2,280
- Location
- Milwaukee, Wisconsin USA
- VCDS Serial number
- C?ID=174556
standby as the work day is just starting here in the US.
You can also send a email to Support@ross-tech.com
Also be sure your laptop(s) have not had any automatic updates for spyware, etc. that may block vcds.
You can also send a email to Support@ross-tech.com
Also be sure your laptop(s) have not had any automatic updates for spyware, etc. that may block vcds.
thank you, my own hexnet pro and hex v2 are working okay on same pc's
green and red,red vacates and one solid green,one blinking green remains,pc reports that the usb device has malfunctioned and isnt recognized by windows
done, unfortunately all the laptops reports it as not recognized due to a malfunction, we have used our spare usb cables as well, it works ok on wifi, there is a faint burning smell coming from the HEXNET usb port!
- Joined
- Jun 10, 2023
- Messages
- 1,179
- Reaction score
- 528
- Location
- Netherlands
- VCDS Serial number
- C?ID=547002
Was a laptop on charger?
- Joined
- Jan 30, 2014
- Messages
- 3,451
- Reaction score
- 5,526
- Location
- Near Philadelphia, PA, USA
- VCDS Serial number
- --------
Sounds to me like the USB transceiver/drivers have been fried. As @TTT asked, was this unit connected with the vehicle on a battery charger and the PC on a charger? If so, it is quite possible that the battery charger places an ac voltage on the (-) terminal of the vehicle that is not referenced to the ground that is made by the PC and its charger. This situation results in the USB wire/circuit seeing a high current that destroys the USB transceiver and potentially damages the HEX-NET processor.
This matter needs to be handled through our Support team. The unit will have to be returned. We will honor a warranty repair on this one time.
Smoked USB can be prevented by using the WiFi or changing the battery charger or keeping the PC running on battery and not plugged in.
Should a replacement unit fry, the only course of action will be a Flat Rate Repair.
Please email Support@Ross-Tech.com and verify the serial number of the unit. Mention this thread.
In return, we will provide a Return Authorization. Upon return of your HN, we will ship a no charge replacement unit.
Regards,
Bruce
Director of Stuff @Uwe does not want to do!
- Joined
- Apr 13, 2015
- Messages
- 3,011
- Reaction score
- 2,280
- Location
- Milwaukee, Wisconsin USA
- VCDS Serial number
- C?ID=174556
I always use a battery Charger when running VCDS;
I am (almost) always on wifi, but I have connected , securely, one of these devices to the Hex-Net cable should I be using it..... just in case I forget and also have the laptop plugged into AC.
I am (almost) always on wifi, but I have connected , securely, one of these devices to the Hex-Net cable should I be using it..... just in case I forget and also have the laptop plugged into AC.
Last edited:
- Joined
- Jan 30, 2014
- Messages
- 3,451
- Reaction score
- 5,526
- Location
- Near Philadelphia, PA, USA
- VCDS Serial number
- --------
You are in the US. This problem is very rare given the US power structure.
In Europe, and I think in Kenya, they use a 240v 3 phase system. The battery chargers may not have a reference to earth ground on the secondary of the transformer in the battery charger. This is where we think the problem lies... One would think that all the standards in Europe would force a ground on the (-) battery terminal. It does not appear to do so.
On the PC, it most definitely does.
Therein lies the difficulty. If there is a voltage between earth and the (-) of the battery, a current must flow through the diagnostic connection along the USB since it is referenced to earth. That current seems to be significant when it exists.. We have a bunch of protection in that circuit and still they fry!
The only real solution would be to make the device - our cost - about $50 more expensive... providing absolute isolation through a small transformer. The devices would have to get bigger, heavier, consume more power... on and on..
The issue shows up from time to time but is not so large as to make us add that cost to every unit we build. We lived with this matter in the previous generation of devices too.
The user can do things to prevent the problem... the easiest is to use the WiFi on a HEX-NET. The second easiest is the run the PC on battery.
Yeah I know... keeping the PC battery charged is a problem. We all forget.
So then the next best is to buy the device you listed @stefdds . That seems to do the job.
In Europe, and I think in Kenya, they use a 240v 3 phase system. The battery chargers may not have a reference to earth ground on the secondary of the transformer in the battery charger. This is where we think the problem lies... One would think that all the standards in Europe would force a ground on the (-) battery terminal. It does not appear to do so.
On the PC, it most definitely does.
Therein lies the difficulty. If there is a voltage between earth and the (-) of the battery, a current must flow through the diagnostic connection along the USB since it is referenced to earth. That current seems to be significant when it exists.. We have a bunch of protection in that circuit and still they fry!
The only real solution would be to make the device - our cost - about $50 more expensive... providing absolute isolation through a small transformer. The devices would have to get bigger, heavier, consume more power... on and on..
The issue shows up from time to time but is not so large as to make us add that cost to every unit we build. We lived with this matter in the previous generation of devices too.
The user can do things to prevent the problem... the easiest is to use the WiFi on a HEX-NET. The second easiest is the run the PC on battery.
Yeah I know... keeping the PC battery charged is a problem. We all forget.
So then the next best is to buy the device you listed @stefdds . That seems to do the job.
was not
thank you, i got in touch with support, still waiting for the response
Hi Fredrick,
I replied to that email with the RMA number in addition to the address that you will send the malfunctioning HEX-NET to get the ball rolling on the warranty replacement.
I replied to that email with the RMA number in addition to the address that you will send the malfunctioning HEX-NET to get the ball rolling on the warranty replacement.
thank you so much @Dana , I have mailed it today via DHL... this is why buying legit is really helpful and we are never on our own as users of Ross-tech products, your after sales service is truly exceptional and second to none
hello, I can see DHL delivered it today
- Joined
- Apr 10, 2014
- Messages
- 480
- Reaction score
- 563
- Location
- Virgo Supercluster
- VCDS Serial number
- C?ID=126524
Just looked over the unit. It's in fact NOT ground looped however it is broken. Something to do with the USB data connection as it will power up via USB but it does not enumerate with the computer. This will be handled as a standard warranty and we're looking to send it back to the shipping address you specified this afternoon.
this sounds familiar, my own Hexnet pro only works with usb when the cable is tilted to an angle, if this is not done pc wont detect it, I use it via wifi most of the time so has not found a reason to worry, ...... thank you so much for the info as i had already scolded my tech to be more keen, anyway i am purchasing the usb isolator as advised by @stefdds just in case....
- Joined
- Apr 10, 2014
- Messages
- 480
- Reaction score
- 563
- Location
- Virgo Supercluster
- VCDS Serial number
- C?ID=126524
It's never something that we can definitively say one way or another, but from my experience I lean towards this not being on the user (your tech in this case), and just some sort of gradual hardware failure. I personally wouldn't blame your tech in this case in regards to the unit you sent back to us.